Director of Practice Management

Company Overview

Contentnea Health is a Community Health Center providing comprehensive medical, dental and behavioral health services for members of our communities in Greene, Pitt and Pamlico counties in eastern North Carolina.    

Job Summary

Leads practice teams to implement organizational strategy, ensure operational cohesion, monitor performance metrics, optimize scheduling and filling workflows, and ensure high standards of patient care and customer service. Serves as a key operational partner to clinical leadership, executive leadership, and support departments.

Responsibilities and Duties

1. Provides direct leadership, coaching and accountability for Practice Managers to ensure consistent operational performance across all practices.
   1. Establishes clear expectations, performance goals, and operational standards for practice management teams.
   2. Ensures standardized workflows and best practices across scheduling, billing, patient flow, and front office operations.
   3. Monitors and drives achievement of key performance indicators (KPIs), including productivity, access, financial performance, and patient satisfaction.
   4. Identifies operational gaps and implements corrective action plans to improve efficiency and outcomes.
   5. Communicates organizational priorities and initiatives to Practice Managers and practice teams.
   6. Fosters a culture of collaboration, accountability, and continuous improvement.
2. Provides leadership and support for scheduling and practice operations.
   1. Oversees scheduling strategies and practices to maximize provider utilization, patient access and visit volume.
   2. Collaborates with Practice Managers and Patient Access Manager to reduce appointment wait lists, no show rates, and scheduling inefficiencies.
   3. Analyzes data and trends to proactively adjust staffing models and schedules.
   4. Collaborates with Practice Managers, billing, and revenue cycle teams to ensure accurate charge capture, timely billing, and denial reduction. Supports Practice Managers in addressing billing issues, workflow challenges, and performance improvement opportunities.
   5. Ensures operational processes support high quality patient care and a positive patient experience.
   6. Addresses escalated patient or customer service issues and implements systemic improvements.
   7. Promotes service excellence standards across all practices.
   8. Ensures compliance with organizational policies and regulatory requirements.
3. Collects and monitors data for reporting and continuous improvement.
   1. Analyzes operational and financial data to guide decision making and performance improvement initiatives.
   2. Prepares and present operational reports, trends, and recommendations to executive leadership.
   3. Leads and supports operational improvement projects and change initiatives.
4. Provides overall management and direction to departmental staff.
   1. Oversees the development and maintenance of the departmental budget; monitors ongoing budgetary compliance and addresses problems as needed.
   2. Delegate departmental duties and responsibilities; participates in high priority special projects and activities.
   3. Represents the department at all senior management meetings.
   4. Prepares departmental company policies and procedures and conveys all senior management communications and directives.
   5. Monitors departmental performance using company performance standards and addresses issues as needed.
   6. Directs departmental performance and provides specific instructions  on completion of tasks/responsibilities.
   7. Prepares and conducts performance appraisals for immediate staff.
   8. Conducts hiring, disciplinary, and termination procedures.

Qualifications and Skills

Bachelor's Degree in Healthcare Administration, Business Administration or related field or Associate's Degree with acquired business experience.  Advanced knowledge of Federally Qualified Health Center (FQHC) compliance requirements and practice operations. Previous managerial experience required and previous experience managing FQHC healthcare operations strongly preferred.